Support and Assistance

Kreon Finnancial Services Limited strives to ensure that our customers receive exemplary service across different touch points.

Loan & Account Support
Loan & Account Support

Get help with loan applications, approvals & account-related queries.

Repayments & Charges
Repayments & Charges

Information on repayment schedules, dues, and applicable charges.

Credit Score & Eligibility
Credit Score & Eligibility

Understand your credit profile and eligibility for loans.

Technical Support
Technical Support

Facing issues with the app or website? We're here to help.

Support process

Customer grievance redressal
procedure & policy

01

Purpose

Complaints are managed through a structured system with ongoing review to prevent recurrence.

02

Record Keeping

Complaint records are maintained for up to eight years to improve our services.

03

Confidentiality

All complaints are handled confidentially and shared only when necessary.

Escalation matrix

Level of complaint lodgment /
escalation and officials

Level 1

Customer Care Executive

Contact number
080 43570129
(8.00 A.M to 7.00 P.M on weekdays except public holidays)
Email address
care@stucred.com
Days available for redressal (TAT)
7 working days
Level 2

Customer Care Head

Email address
careteamlead@stucred.com
Days available for redressal (TAT)
7-14 working days
Level 3

Nodal Grievance Redressal Officer

Email address
nodalgrievanceofficer@stucred.com
Days available for redressal (TAT)
14-30 working days
Level 4

Reserve Bank Integrated Ombudsman

Online complaint on
https://cms.rbi.org.in
Contact number
14448 (09:30 AM to 05:15 PM )
Email or send physical written complaint to
CRPC, Chandigarh as below: Reserve Bank of India, 4th floor, Sector 17, Chandigarh, 160017

Categorization of complaints

Escalation level
Nature of complaints
Customer care Executives/Head
Email address
compliancelead@stucred.com
Contact number
080 43570129
Queries, Service Requests and Complaints on
  • App related (technical issues, like problem in login, transaction failures, information not being updated)
  • Data (breach, sharing with third parties without permission, consent issue)
  • Disclosures (not receiving sanction/agreement letter, repayments/closure receipts, privacy policy, etc)
  • KYC updation (Mobile number change, etc)
  • Interest rate/charges/Request for waiver of penal charges
  • Closure request
  • Any issue related to the KFSL's product
Email to respective Credit Bureaus
Email address
creditreports@kreon.in
Queries or Complaints on
  • Credit limit related issues (Limit enhancement/unavailable limits)
  • Credit bureau (Credit report not updated/Disputes in credit report)
Nodal Grievance Redressal Officer
Email address
nodalgrievanceofficer@stucred.com
Queries or Complaints on
  • Fraud by Employees
  • Fraud by External Agencies
  • KYC breach/fraud
  • Recovery practices
RBI Integrated Ombudsman
In case of no response from Company within 30 days
Online complaint on
https://cms.rbi.org.in
Contact number
14448 (09:30 AM to 05:15 PM )
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Nodal Grievance Redressal Officer (NGRO)

The same shall also be considered as Principal Nodal Officer, Grievance Officer, Nodal Officer, Investor Grievance Officer and Nodal Officer for Law Enforcement Agencies.

Niharika Goyal
Grievance Redressal Officer
Email address
nodalgrievanceofficer@stucred.com
investor.relations@kreon.in
lea@kreon.in
Contact number
+91 9500962163
Disclaimer - The NGRO shall also deal with issues relating to services provided by outsourced agencies.

Registrar and Share Transfer Agent

For any support related to shares of Kreon Finnancial Services Limited, please contact:

Purva Sharegistry (India) Private Limited
Unit No-9, Shiv Shakti Industrial Estate, J. R. Boricha Marg, Near Lodha Excelus, Lower Parel (East), Mumbai - 400 011
Email address
support@purvashare.com
FAX No.
022-2301-2517
Contact number
022-23018261/ 022-23010771

In case the investor is not satisfied with the response/reply given by the RTA, they may address their complaints/grievances at investor.relations@kreon.in

RBI Integrated Ombudsman Scheme, 2021

RBI has integrated the three Ombudsman schemes of RBI namely, (i) the Banking Ombudsman Scheme, 2006; (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and (iii) the Ombudsman Scheme for Digital Transactions, 2019; into one "The Reserve Bank – Integrated Ombudsman Scheme, 2021". The Scheme adopts 'One Nation One Ombudsman' approach by making the RBI Ombudsman mechanism jurisdiction neutral. The Integrated Ombudsman Scheme, 2021 is effective from November 12, 2021.

Salient Features of the Scheme

  • It will no longer be necessary for a complainant to identify under which scheme he/she should file a complaint with the Ombudsman
  • The Scheme defines 'deficiency in service' as the ground for filing a complaint, with a specified list of exclusions. Therefore, the complaints would no longer be rejected simply on account of "not covered under the grounds listed in the scheme"
  • The Scheme has done away with the jurisdiction of each ombudsman office
  • A Centralised Receipt and Processing Centre has been set up at RBI, Chandigarh for receipt and initial processing of physical and email complaints in any language
  • The responsibility of representing the Regulated Entity and furnishing information in respect of complaints filed by customers against the Regulated Entity would be that of the Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank or equivalent
  • The Regulated Entity will not have the right to appeal in cases where an Award is issued by the Ombudsman against it for not furnishing satisfactory and timely information/documents
  • Reserve Bank of India has established the Centralised Receipt and Processing Centre (CRPC) at Chandigarh for receipt of the complaints Pan India. While complaints can continue to be filed online on https://cms.rbi.org.in, complaints can also be filed through the dedicated e-mail (CRPC@rbi.org.in), complaints can also be filled in physical mode to the 'Centralised Receipt and Processing Centre' set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format provided. Additionally, a Contact Centre with a toll-free number - 14448 (9:30 am to 5:15 pm) - is also being operationalized in Hindi, English and in eight regional languages to begin with and be expanded to cover other Indian languages in due course. The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.
  • A copy of the Scheme is available on the RBI website and on the CMS portal (https://cms.rbi.org.in). Please attach the RBI Integrated Ombudsman Scheme here.
  • SEBI ODR Portal - https://smartodr.in